The Ombudsman's final decision
Summary: We will not investigate this complaint the Council’s case records misrepresented the complainant. That is because further investigation would not lead to a different outcome.
The complaint
Mr X complained the Council’s case records of his contact with its Children’s Services portrayed him as a bad and uninterested father. He said the Council’s actions had caused him emotional distress.
Mr X wants the Council to apologise for its actions; investigate other cases involving the same Council Officer and review how it deals with allegations of domestic abuse.
The Ombudsman’s role and powers
The Ombudsman investigates complaints about ‘maladministration’ and ‘service failure’, which we call ‘fault’. We must also consider whether any fault has had an adverse impact on the person making the complaint, which we call ‘injustice’. We provide a free service, but must use public money carefully. We do not start or may decide not to continue with an investigation if we decide further investigation would not lead to a different outcome. (Local Government Act 1974, section 24A(6))
How I considered this complaint
I considered information provided by the complainant and the Council.
I considered the Ombudsman’s Assessment Code.
My assessment
In response to Mr X’s complaint, the Council explained Ms Y had made disclosures about domestic abuse which it had recorded in the case notes. It said it had to treat that disclosure with confidentiality and ensure there was support in place to address the concerns raised. It said it recorded the support it provided to Ms Y in its assessment. However, it accepted it had not met with Mr X on his own for him to share his views. It apologised if he felt misunderstood or judged by its case recording. It said that was not the intention of the officer working with the family. It said following Mr X’s complaint it had organised training to ensure notes included a balance of perspectives whilst still being pertinent.
Although Mr X is unhappy with the Council’s response, we will not investigate this complaint. That is because further investigation would not lead to a different outcome. The Council has apologised to Mr X and made service improvements.
Final decision
We will not investigate Mr X’s complaint because further investigation would not lead to a different outcome.
Investigator's decision on behalf of the Ombudsman